Product Overview

Summary: This Workplace Violence Prevention SOP provides a clear, practical framework for identifying, managing and responding to violent, aggressive or threatening behaviour in Australian workplaces. It helps organisations meet their WHS duty of care, protect workers and customers, and create a safer, more respectful work environment.

Violence and aggression in the workplace can arise from customers, clients, members of the public or even between workers. Beyond the immediate risk of physical injury, workplace violence can cause long-term psychological harm, damage workplace culture, trigger workers’ compensation claims and expose businesses to significant legal and reputational risk. This Workplace Violence Prevention Safe Operating Procedure provides a structured, defensible approach to preventing and managing these risks in line with Australian WHS legislation and guidance.

The SOP sets out clear expectations for behaviour, early intervention and incident response, so that workers and supervisors know exactly what to do when confronted with escalating conflict, threats or physical aggression. It covers proactive measures such as risk assessment, environmental design, staffing strategies and training, alongside step-by-step guidance for de‑escalation, seeking assistance, incident reporting, investigation and post‑incident support. By implementing this procedure, organisations can demonstrate due diligence, support psychologically safe workplaces, and ensure a consistent, trauma‑informed response to workplace violence across all sites and teams.

Key Benefits

• Reduce the likelihood and severity of violent and aggressive incidents through structured prevention and control measures.
• Ensure compliance with Australian WHS laws regarding psychosocial and physical risks, including violence, bullying and harassment.
• Standardise how workers recognise early warning signs, de‑escalate conflict and seek assistance in high‑risk situations.
• Strengthen organisational culture by clearly communicating zero‑tolerance expectations and respectful behaviour standards.
• Improve incident reporting, investigation and follow‑up, supporting better data, continuous improvement and legal defensibility.

Who is this for?

• Business Owners
• Directors and Officers (PCBU representatives)
• Human Resources Managers
• WHS Managers and Advisors
• Health and Safety Representatives (HSRs)
• People and Culture Managers
• Operations Managers
• Frontline Supervisors and Team Leaders
• Customer Service Managers
• Security Managers
• Return to Work Coordinators

Hazards Addressed

• Physical assault by customers, clients, members of the public or co‑workers
• Threats of violence, intimidation and stalking
• Verbal abuse, yelling, swearing and aggressive behaviour
• Sexual harassment and sexually aggressive behaviour
• Domestic and family violence impacting the workplace
• Psychological injury arising from exposure to traumatic or violent events
• Secondary victimisation due to poor organisational response after an incident

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions (Workplace Violence, Aggression, Threats, Psychosocial Hazards)
• 3.0 Legal and Regulatory Requirements (Australian WHS Context)
• 4.0 Roles and Responsibilities (PCBU, Officers, Managers, Workers, HSRs)
• 5.0 Risk Identification and Assessment for Workplace Violence
• 6.0 Risk Control Measures and Hierarchy of Controls
• 7.0 Environmental and Security Controls (Layout, Access, Duress Systems)
• 8.0 Behavioural Expectations and Zero‑Tolerance Statement
• 9.0 Early Warning Signs and Escalation Triggers
• 10.0 De‑escalation Techniques and Communication Strategies
• 11.0 Procedures for Seeking Assistance and Using Duress/Emergency Systems
• 12.0 Incident Response: During and Immediately After a Violent Event
• 13.0 Incident Reporting, Recording and Notification Requirements
• 14.0 Incident Investigation and Corrective Actions
• 15.0 Support for Affected Workers (Psychological First Aid and EAP Referral)
• 16.0 Training, Induction and Competency Requirements
• 17.0 Consultation, Communication and Worker Engagement
• 18.0 Monitoring, Review and Continuous Improvement
• 19.0 Related Documents, Forms and Recordkeeping Requirements

Legislation & References

• Model Work Health and Safety Act 2011 (as implemented in relevant Australian jurisdictions)
• Model Work Health and Safety Regulations 2011
• Safe Work Australia – Model Code of Practice: Managing psychosocial hazards at work
• Safe Work Australia – Guide for preventing and responding to workplace bullying
• Safe Work Australia – Work-related violence information sheets (sector-specific guidance)
• Safe Work Australia – Code of Practice: Work health and safety consultation, cooperation and coordination
• AS/NZS ISO 45001:2018 Occupational health and safety management systems – Requirements with guidance for use